Why am I'm being charged for TurboTax Live Premium ($209) when I didn't use any Live services?

[elro61]

I don't understand why they are charging this amount when I didn't use Live. Is there a customer service number I can call?

[xmasbaby0]

If you have not registered, paid or e-filed you can clear and start over in a lower version of the software.

CLEAR AND START OVER

https://ttlc.intuit.com/turbotax-support/en-us/help-article/change-service-level/clear-start-turbota...

https://turbotax.intuit.com/personal-taxes/online/free-edition.jsp

https://ttlc.intuit.com/turbotax-support/en-us/help-article/change-service-level/downgrade-lower-pri...

[elro61]

Will I lose all inputs I've done if I do as you suggest?

[CatinaT1]

Yes, clear and start over clears everything. Are you able to use the three steps below?

You can remove TurboTax Live as long as you haven't used the Tax Expert feature. Here's what to do:

1. With your tax return open, select File.
2. Proceed through the screens until you reach the Just a few steps left... screen, then select Start or Revisit next to Step 1: Review Your Order.
3. On the order summary screen, select Downgrade.

If you don't see Downgrade or already used the Tax Expert feature, you can clear your return and start over as long as you haven’t paid yet. After clearing your return, you can select the TurboTax product that best suits your needs.

Keep in mind: If you want to receive help from a tax expert, you’ll need to use TurboTax Live.

[dinghyfiv]

I am in the same situation and am totally pissed off, I do not need or want live assistance and have not used any 'live' feature, and I appear to be trapped in the exorbitant $209 federal fee for the premium LIVE version, I even waster one hour trying to switch to premium without live but I keep going into navigation loops. I have never consciously chosen a live option, have always declined Intuit's prompts to 'upgrade' so I dont know how I ended up here, it feels like a scam to me and I feel duped. I am wary to 'clear and start over' (it ought to allow to navigate without the live feature) because, besides wasting more time, I may well end up into the same trap. At this point I'll just give up on Turbotax and switch to FreeTaxUSA. 

[GrumpyMcGee]

I am in the same boat as are likely thousands of others. There was no ability anywhere durning the step through process to change the version. Like you I also did not need or use Live services but needed to file do to time. This sounds like a class action lawsuit. I plan on talking to my legal team on Monday to see what steps I can take to make that happen. They need to offer refunds for anyone that did not use any of the live services but paid for them. I will also not be using them next year. I have used them for over a decade and feel cheated and deceived.

[mwpainter]

Same as everyone else. I paid $119 in 2023, $129 last year (2024 filing for 2023), and when I went to check out just now I see that I'm being charged for a Live Premium version that I don't remember agreeing to, and I NEVER used the live feature while completing a rather complex tax return that includes both personal and business income/expenses. I can't justify clearing this whole thing out and starting over so I'm pretty much bent over having to pay for a service I didn't agree to and didn't use.   Super disappointed in TurboTax and her's hoping for a goodwill refund or class-action lawsuit.  What a scam. 

[mwpainter]

Failed to mention I'm being charged $209, heck of a jump from the $129 I paid last year. I'm trying not to think about this b/c I'll just get more and more pissed. 

[Ajay V]

$347 for filing Fed and CA tax when I did most of the work. I never intended to use the chat feature or expert review. Don't event know if there was an option to start without these features. This platform needs to be more transparent with it's fees, right off the bat. I would have paid far less to some expert doing my taxes with minimum effort from me. I am not coming back to this platform ever again. Such a ripoff. 

[SAM_sporty]

They are becoming low life bait and switch old cars salesman mentality. You start the filing and the only option they offer you is the live $209 option. After all the work is done, they tell you you can opt for cheaper option  if you start all over again.

Let us make sure that we switch to another platform next year. 

[elro61]

Hi,

The whole thing was very messy. I called the customer service number to complain, but the person I spoke to didn't understand my concern and she was heard to understand. She gave me a "code #" which reduced the Federal to $129, but I still wasn't satisfied since I didn't sign up for Live.  I tried contacting TT via chat, but that was even worse. The person on chat gave me information on Obamacare! 

Then I got an email from TT saying there may be an error in my 1099-INT info and they gave me another discount code. There was no error in my 1099-INT but I used link they provided and that brought my Federal down to about $90.

I don't understand what happened and the experience leaves me with a bad feeling about TT. I'm going to contact them next week.

Sorry for your troubles!

[elro61]

Hi,

The whole thing was very messy. I called the customer service number to complain, but the person I spoke to didn't understand my concern and she was heard to understand. She gave me a "code #" which reduced the Federal to $129, but I still wasn't satisfied since I didn't sign up for Live.  I tried contacting TT via chat, but that was even worse. The person on chat gave me information on Obamacare! 

Then I got an email from TT saying there may be an error in my 1099-INT info and they gave me another discount code. There was no error in my 1099-INT but I used link they provided and that brought my Federal down to about $90.

I don't understand what happened and the experience leaves me with a bad feeling about TT. I'm going to contact them next week.

[elro61]

The whole thing was very messy. I called the customer service number to complain, but the person I spoke to didn't understand my concern and she was heard to understand. She gave me a "code #" which reduced the Federal to $129, but I still wasn't satisfied since I didn't sign up for Live.  I tried contacting TT via chat, but that was even worse. The person on chat gave me information on Obamacare! 

Then I got an email from TT saying there may be an error in my 1099-INT info and they gave me another discount code. There was no error in my 1099-INT but I used link they provided and that brought my Federal down to about $90.

I don't understand what happened and the experience leaves me with a bad feeling about TT. I'm going to contact them next week.

Sorry for your troubles!

[GG78]

I suggest filing a suit with the FTC and putting a hold on the transaction through your credit card. They were charged with fraudulent practices just over a year ago by the FTC and I would argue this qualifies under a similar scenario.

https://reportfraud.ftc.gov/

[laura_d92346]

Just did my daughter's taxes who is a complete 1040EZ. They're trying to charge her the $29 downgraded it and now they want over $100. Then I found out she has been paying the maximum amount over the last 8 years because she thought she had to. This is insanity they've been sued before for scamming people so if you're going to be doing a lawsuit let me know I'd be happy to join in and give you all the information. She's a waitress and earns less than $18,000 a year and they want to charge her almost $300 that's insanity.